High Deflection & Easy Integration Success - Case Study

Challenges

This data management company was rapidly hiring to support accelerated growth, leading to an increase in IT service desk tickets that negatively impacted MTTR and employee satisfaction. To keep up with demand, their Director of IT and Infrastructure decided to offload repetitive questions from the service desk by providing employees with a self-help solution via a virtual agent. They looked for one that provided a robust Slack integration as well as integration with Jira Service Management, Confluence, and other enterprise software.

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Solution

After evaluating several virtual agents, the data management company chose Espressive Barista as their self-help solution. Barista integrates with Slack as a native app, answering employee questions or creating tickets in Jira on their behalf. Barista also comes with thousands of integrations to enterprise software. In addition to the integration capabilities, the company chose Barista because of the Espressive team’s willingness to partner with them and guarantee success.

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Results

With Barista available on Slack, employees save time by receiving immediate, personalized answers. By automating top call drivers, such as password reset and software access, the data management company reduced the number of repetitive tickets going to the IT service desk, improving MTTR. Overall, the company achieved 53% deflection within the first two months with a 75% employee adoption rate.